An angry customer wants to meet the senior manager in order to report a grievance. As a staff member, what should you do in this situation?

Introduction / Context:
This situation-reaction question examines your customer handling skills, sense of responsibility and respect for organisational hierarchy. An angry customer wants to meet the senior manager to report a grievance. Your reaction should show that you are willing to listen, follow proper channels and address the problem effectively rather than simply avoiding the issue or blocking access.

Given Data / Assumptions:

- There is an angry customer with a grievance.- The customer specifically wants to meet the senior manager.- You are in a position to respond to the customer's initial request.- The organisation has a system of seniors and a senior manager who handles escalated complaints.

Concept / Approach:
Effective customer service involves listening to the complaint, trying to resolve it at the earliest level possible, and involving higher authorities when needed. Simply pacifying the customer without addressing the issue, or denying access to the manager, is not good practice. The best course is to take ownership, consult your seniors, and either resolve the issue yourself under their guidance or facilitate an appropriate meeting with the manager if required.

Step-by-Step Solution:
Step 1: Listen carefully and respectfully to the customer to understand the nature of the grievance.Step 2: Acknowledge the inconvenience faced by the customer and assure him that his problem will be taken seriously.Step 3: Consult your immediate senior or the concerned department to understand what can be done within your authority to resolve the issue.Step 4: Take concrete steps to remove or reduce the customer's inconvenience, following the guidance of your seniors and the organisation's procedures.Step 5: If the matter requires the senior manager's attention, help arrange a proper appointment or escalation while keeping the customer informed.

Verification / Alternative check:
Merely talking to the customer yourself without taking any action may not satisfy him, especially if his problem requires higher-level approval. Trying only to cool him down without addressing the root cause will likely leave him dissatisfied. Telling him that it is not easy to meet the senior manager appears defensive and unhelpful, and may further increase his frustration. Actively seeking guidance from seniors and working to resolve the grievance demonstrates accountability and customer focus.

Why Other Options Are Wrong:
Option A can be interpreted as blocking escalation and may not solve the problem if it is beyond your authority. Option B focuses only on calming the customer, not on solving the issue. Option D discourages access to higher management and portrays the organisation as uncaring. Option C, by contrast, indicates that you will consult seniors, follow proper procedures and genuinely attempt to remove the customer's inconvenience, which is the most constructive response.

Common Pitfalls:
Some employees become defensive when faced with an angry customer and either argue, ignore or pass the responsibility vaguely. Good customer service combines empathy with action. By involving your seniors and working through the proper channels, you show professionalism and improve the chances of restoring the customer's trust.

Final Answer:
You should try to remove the customer's inconveniences by consulting your seniors and following proper procedure, arranging a meeting with the senior manager if required.